Lead, Global Services Strategy & Operations

Klaviyo•Denver, CO

About The Position

Klaviyo is seeking a Global Services Operations Lead for its Customer Experience Operations team. This individual contributor role supports the day-to-day operations of Global Services, which includes Professional Services, Customer Education, and Onboarding. The role manages projects, systems, and cross-functional initiatives that support resourcing, service delivery, and reporting. The Lead partners closely with the Senior Manager of Professional Services Operations and stakeholders across Sales, Customer Success, Support, Partners, IT, and Product. The person in this role executes operational initiatives, builds and maintains automations and processes, and brings structure to ambiguous cross-functional problems. They independently manage concurrent projects, make hands-on enhancements or build solutions using tools such as Salesforce, Tableau, and Snowflake, and drive process improvements.

Requirements

4–6 years of experience in professional services operations, program or project management, revenue operations, or a related operational role, ideally in a fast-paced SaaS or technology company.
Ability to independently manage multiple concurrent projects and shifting priorities, using sound judgment to drive results.
Hands-on experience with Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools.
Strong analytical and problem-solving skills, including the ability to assess ambiguous situations and data and design effective solutions.
Excellent communication skills and ability to build trust with stakeholders across functions and levels, from individual contributors to leaders.
A builder’s mindset and enthusiasm for creating approaches, processes, and tools.

Nice To Haves

SQL experience.
Experience supporting a Professional Services, Customer Success, or Support organization.
Familiarity with professional services automation (PSA) tools and project management systems.
PMP or another project/program management certification.

Responsibilities

Independently manage a portfolio of operational projects and initiatives for Global Services Strategy & Operations, balancing multiple short- and mid-term priorities.
Translate ambiguous stakeholder and cross-functional requests into clear project plans, timelines, and success criteria.
Coordinate initiatives across Sales, Customer Success, Support, Partners, IT, and Product; flag risks and propose solutions before they become blockers.
Build, document, and maintain systems and automations supporting services reporting, alerting, and workflows.
Identify opportunities to streamline manual or error-prone processes and design scalable, repeatable solutions.
Maintain documentation for operational processes so they are auditable and easy to hand off or scale.
Support the development and maintenance of operational metrics and dashboards, including attach rate, pipeline, resourcing, and service delivery health.
Partner with analysts and stakeholders to ensure data used in reports is accurate and timely.
Coordinate with internal and external partners to solve problems spanning multiple functional areas.
Promote new tools, processes, and ways of working across Professional Services, Sales, and Customer Success stakeholders.
Build and maintain relationships that improve coordination across internal groups and external partners, including implementation partners.